Maintaining a growing knowledge base without clear usage data leads to guesswork — it is hard to see what people seek, what they view, and what they cannot find. Use knowledge base analytics to turn usage insights into a measurable improvement plan. Track page views over time, see the most common searches, and monitor click-through rates with anonymized, aggregate data. Spot gaps fast with "no results" searches and prioritize updates that help readers find answers sooner.
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Page views
This page helps you track page performance over time to understand overall engagement and the impact of recent changes.
Use trends to identify evergreen resources and pages that need updates or consolidation. Pair this with search data to confirm that high-traffic articles answer the questions people have.
Search analytics
The Search analytics page shows search data from the last 30 days. Click View full report at the bottom left of any section to open the underlying data, then filter to focus on what you need.
Total searches
The total searches graph shows the weekly count of searches over the past 30 days.
Total searches indicate the overall demand for help content. Track trends over time to see when interest grows or drops. Spikes can signal new questions after a release or policy change.
Top search terms
The top search terms view includes two tables you can switch between. The All table lists every term used to search your knowledge base and how many times it was searched. The With no results table shows terms that returned no results and the frequency for each.
Top search terms show what visitors seek most. Use these insights to prioritize new articles, adjust navigation labels, and add synonyms — so results match how people search. Watch for seasonal spikes or launch-driven interest to plan proactive updates.
Click-through rate
The click-through rate graph shows daily clicks on search results in a selected date range.
Click-through rate measures how often people click a result that matches what they are searching for. A rising rate suggests relevant results and clear titles. Low rates point to vague titles, poor snippets, or mismatched keywords.
No results rate
The no results rate graph displays the percentage of daily searches that returned no results.
A rising rate signals content gaps or a mismatch between search language and article wording. Add new articles, synonyms, and redirects to reduce this and help readers find answers faster.
No-click rate
The no-click rate graph shows the percentage of weekly searches where no result was clicked over the past 30 days.
High rates indicate irrelevant results or that people found answers elsewhere. Review these queries to improve titles, summaries, and rankings.
AI searches
The AI searches graph shows the daily count of AI-powered searches over the past 30 days.
AI searches highlight how often people use AI to find answers. Use patterns to improve article structure.